Help Desk Essentials: Customer Interaction
By Fran Gilbane and Rich Gilbane
Learn valuable soft skills and customer service skills for working on an IT help desk.
Course info
Rating
Level
Beginner
Updated
Jan 5, 2016
Duration
3h 24m
Table of contents
Introduction
Perceptions
Perceptions Introduction
2m
Customer Perceptions
7m
IT Helpdesk Employee Perceptions
9m
The Business (IT Helpdesk Employer) Perceptions
6m
Summary
2m
Language
Language Introduction
1m
Language Barrier
6m
Local Colloquialisms
6m
'Tech' Speak
25m
Communicating with Colleagues
7m
Summary
1m
Communication
Communication Introduction
1m
What Is Communication?
3m
How Do We Communicate?
13m
Why Does Communication Matter?
3m
Controllable Factors
6m
Non-controllable Factors
4m
Module Summary
1m
Call Opening
Call Opening Introduction
1m
Why the Call Opening Matters
1m
Manner of Communication
1m
Appropriate Openings
15m
Module Summary
1m
The Body of the Call
The Body of the Call - Introduction
1m
What Are You Trying to Achieve?
12m
Identifying the Customer's Main Issue
27m
Summary
1m
Closing the Call
Introduction to Closing The Call
0m
Key Questions to Ask Yourself
6m
Why the Call Ending Matters
11m
Summary
1m
After the Call
Description
Course info
Rating
Level
Beginner
Updated
Jan 5, 2016
Duration
3h 24m
Description
This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.
About the author
About the author
Fran is a qualified and experienced trainer with a wealth of customer service experience and knowledge.
More from the author
About the author
Rich is a qualified and experienced HR professional who is an associate member of the Chartered Institute of Personnel & Development.